AccountId: 011433970860
ContactId: a867f9e5-437c-4cf7-9418-d6e287f2bc2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99809 ms
Total Talk Time (AGENT): 48177 ms
Total Talk Time (CUSTOMER): 59378 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a867f9e5-437c-4cf7-9418-d6e287f2bc2b_20250326T22:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I just wanted to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnecting?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yeah, 1,552,980.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, no, actually I have a uh, one, so I'm good there, and it's on a policy or, um, year or is it on a, um, uh, calendar year calendar year? OK, and my other question, yeah, do they pay us or to the patients?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Calendar year.
[AGENT][NEUTRAL] Yes, it is calendar year.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, you mean for the claims?
[CUSTOMER][NEUTRAL] Yeah, the claims.
[AGENT][NEUTRAL] Depends on who files the claim so if the provider files the claim, then we'll send that payment to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that's uh I just wanted to make that clear. OK, thanks so much I really appreciate it.
[AGENT][NEUTRAL] Sure, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it you've been very helpful thank you ma'am.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too, ma'am bye.
[AGENT][POSITIVE] Thank you bye bye.